| Library Item | ITIL Service Management Practices: Third Time’s the Charm | Articles, Papers, and Reports | 2008 | 1616 |
| Library Item | ITIL at New York University: A Framework for Excellence | Articles, Papers, and Reports | 2008 | 1790 |
| Library Item | University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide | Articles, Papers, and Reports | 2008 | 854 |
| Library Item | Operational Lessons from a Strategic Sourcing Project | Articles, Papers, and Reports | 2008 | 589 |
| Library Item | The Upward Trail: Success Factors in Help Desk Management | Presentations/Speeches | 2008 | 539 |
| Library Item | University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations | Articles, Papers, and Reports | 2007 | 841 |
| Library Item | University of Northern Colorado RFP for a Co-Managed Help Desk | RFPs | 2007 | 408 |
| Library Item | Request for Proposals for Co-Managed Central Help Desk Services Colorado Community College System | RFPs | 2007 | 207 |
| Library Item | Help Desk Sourcing Options: One University’s Solution | Articles, Papers, and Reports | 2007 | 1887 |
| Library Item | Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization | Articles, Papers, and Reports | 2007 | 790 |
| Library Item | Service on the Front Line: The IT Help Desk in Higher Education - Corporate Edition | Articles, Papers, and Reports | 2007 | 906 |
| Library Item | Service on the Front Line: The IT Help Desk in Higher Education | Articles, Papers, and Reports | 2007 | 6327 |
| Library Item | Service on the Front Line: The IT Helpdesk in Higher Education Roadmap | Articles, Papers, and Reports | 2007 | 995 |
| Library Item | The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey | Presentations/Speeches | 2007 | 522 |
| Blog entry | Commoditization of Core Services: An Interview with Brian Voss and Cynthia Hadden | Blogs | 2007 | 3499 |
| Library Item | The Myth about Going It Alone | Articles, Papers, and Reports | 2005 | 2412 |
| Library Item | Outsource This!: Broaden Support and Reduce Staff Burnout | Presentations/Speeches | 2003 | 4832 |
| Library Item | Transforming Higher Education Technology Services and Support | Articles, Papers, and Reports | 2002 | 4812 |
| Library Item | Are You Ready to Discuss IT Outsourcing on Your Campus? | Articles, Papers, and Reports | 2002 | 6274 |
